We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 120436 results
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Decision Reference DRN-3843808
13 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3843808 The complaint Ms G complains that HSBC UK Bank Plc (“HSBC”) acted unfairly by defaulting her account and recording this on her credit file. What happened Ms G held a credit card account with HSBC. In 2019, due to a change in her circumstances, it became difficult for her to mee... (4 pages)View decision -
Decision Reference DRN-3578313
13 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3578313 The complaint Mr P is unhappy that Revolut Ltd blocked and closed his account. What happened Mr P had an account with Revolut. In October 2020, Revolut blocked his account. It told Mr P the account was currently under review and that it couldn’t disclose any details regarding t... (3 pages)View decision -
Decision Reference DRN-3855223
13 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3855223 The complaint Mrs T is unhappy with Aviva Insurance Limited because it declined her claim and added an exclusion to her policy. What happened Mrs T arranged to switch insurers to Aviva in August 2020. As part of the switch, she was asked questions about her medical history. Mrs... (2 pages)View decision -
Decision Reference DRN-3855403
13 Dec 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3855403 The complaint Mr and Mrs W complain that The Co-operative Bank Plc (Co-op) applied an incorrect exchange rate to a foreign currency payment and provided them poor customer service. What happened Mr W sent a payment of 60,000 Euros from an overseas bank to his joint Co-op accoun... (7 pages)View decision -
Decision Reference DRN-3770929
13 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3770929 The complaint P, a company, complains that Covea Insurance plc (“Covea”) has unfairly handled a claim made under a business interruption policy. Any reference to P or Covea includes respective agents or representatives. What happened The facts of this complaint are well establi... (3 pages)View decision -
Decision Reference DRN-3737003
13 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3737003 The complaint Ms F complains that Nationwide Building Society (“Nationwide”) didn’t uphold a claim she made to them under section 75 of the Consumer credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-3833472
13 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3833472 The complaint Mrs D complains that when she made a claim for her dog’s treatment it was declined by Casualty & General Insurance Company (Europe) Ltd as they say her dog is overweight. What happened Mrs D has had insurance cover for her dog with C&G since April 2019. He... (3 pages)View decision -
Decision Reference DRN-3565175
13 Dec 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3565175 The complaint Mr W complains about the advice given by Utmost Life and Pensions Limited (‘Utmost’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused ... (6 pages)View decision -
Decision Reference DRN-3736401
13 Dec 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3736401 The complaint Mrs S complains that Shop Direct Finance Company Limited irresponsibly provided her with, and increased the credit limit on, a mail order account so she couldn’t afford the repayments. What happened Shop Direct provided Mrs S with a credit account in November 2017... (3 pages)View decision -
Decision Reference DRN-3369759
13 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3369759 The complaint Mr G complains about entries recorded on his credit file by National Westminster Bank Plc (“NatWest”). What happened Mr G holds a mortgage account with NatWest. In March 2020 NatWest agreed to a payment holiday on the account due to the Covid-19 pandemic. This app... (3 pages)View decision
